IT Process Analyst

About Us (Ensono)

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning.

The IT Process Analyst supports and improves IT service management processes, ensuring effective change enablement, fostering stakeholder collaboration, and driving ongoing process enhancements. This role leverages industry tools and frameworks to boost efficiency, maintain compliance, and help achieve organizational goals.

Duties and Responsibilties

• Perform comprehensive evaluations of Requests for Change (RFCs), ensuring strict adherence to established change enablement frameworks and best practices.
• Oversee change workflows using ServiceNow, managing scheduling and mitigating any conflicts that arise.
• Facilitate collaboration between technical and business teams to guarantee the smooth implementation of changes.
• Lead and participate in Change Advisory Board (CAB) meetings and conduct Post Implementation Reviews (PIRs) to capture and apply lessons learned.
• Deliver process-related training to support teams, addressing recurring challenges and fostering compliance.
• Utilize dashboard tools such as ServiceNow or Power BI to track key performance indicators, monitor trends, and identify pain points within the process.
• Maintain and update knowledge articles and process documentation within the organization’s document management systems.
• Support internal audits and contribute to external audit preparedness for change management processes.
• Recommend and drive the adoption of best practices to enhance change success rates and minimize operational disruptions.

Qualification and SkillsRequired

• Bachelor's Degree and 4 to 6 years of relevant work experience
• ITIL 4/V3 Certified.
• Proficient in ServiceNow and ITIL-based change management.
• Strong analytical skills for KPI tracking and dashboard creation.
• Experience in stakeholder communication and cross-functional collaboration.

Shift Timings: 24*7 rotational shifts